Nowhere near 90mbps, for 9 months now

Item: Telkom
Rating: 1

We had LTE installed in December 2015. From that time, until July 2016, we would get about 40mbps in the day, and around 20mbps at night. Those are nowhere near the advertised "up to 90mbps", but were usable. Since July 2016, the service has degraded severely. We still have full signal, and have even had our antenna adjusted by a team sent by Telkom, after one of their many excuses was that they might have pointed it the wrong way initially. Since July 2016, we get 15mbps at the most on a good day, and in the evening, never more than 2mbps at the absolute maximum, mostly closer to 1mbps. We mostly invested in the much more expensive LtE option, because streaming was nearly impossible on ADSL. Since July 2016, it is impossible again in the evenings, which is the only time we can use it. We are locked into the contract, and have only been given endless excuses for 9 months. We have submitted numerous complaints in that time, and hundreds of acreenshots of speedtests during the evenings. We understand that "up to 90mbps" does not guarantee that speed, but it does create a reasonable expectation of a significant fraction of that speed. Running at 2mbps or less is not acceptable. At the very least, we feel we should be entitled to at least receive the same service level as we did when we signed up. The support team only endlessly assure us that the problem is being attendsd to, with no progress for 9 months. We contend that capacity on the network has been severely over sold, and it is now impossible for Telkom to maintain the service level we received initially. We are still paying the same amount each month, but only receiving 10% of the service. We are tired of excuses from the support desk. We demand real answers to the cause of the problem, and the return of at least our original servide level, or a 90% reduction on our monthly bill, with a refund of the same amount for all months since Jily 2016. Failing that, we have more than enough evidence to lay a complaint with the Advertising Standarda Authority. Such a complaint, if found to be valid, would severely damage Telkom's ability to advertise mobile products. If you value your ability to continue deceiving the public with marketing for this product, I urge you to respond quickly, or prepare to face the music at the ASA.

Helpful (0)

Replies (0)